Job Description

Job Title: AWS Contact Center Engineer Contact Center Migration Duration: 12 months (contract)
Location: Hartford, CT (Hybrid)

Key Skills: Amazon Connect Expertise, AWS Services Integration (Lambda, Lex, S3), Security & Compliance Knowledge (HIPAA, CJIS)

Job Description:
We are seeking a skilled AWS Subject Matter Expert (SME) to assist with migrating our legacy contact center to a modern, cloud-based solution, specifically leveraging Amazon Connect. This project is part of a broader initiative to enhance our service delivery, align with the state's technology roadmap, and improve customer experience through a seamless, agile approach. The AWS SME will play a critical role in optimizing and transitioning our contact center, with a focus on solution design, configuration, and implementation.

Key Responsibilities:

• Evaluate and Design Solution: Assess the current legacy contact center infrastructure and define the optimal architecture for Amazon Connect. Ensure the solution is scalable, secure, and integrates smoothly with existing systems like CRM, IVR, and case management platforms.
• Amazon Connect Configuration: Design and configure Amazon Connect for call flows, routing strategies, customer interaction management, and the integration of modern communication channels (voice, chat, SMS).
• AWS Services Integration: Set up integrations with AWS services, including Lambda, Lex, S3, and third-party systems, to enhance functionality and streamline operations.
• Security & Compliance: Establish security protocols in alignment with legal standards, such as HIPAA and CJIS, ensuring that the solution meets all regulatory and compliance requirements.
• Migration & Data Management: Oversee the migration of contact center data from legacy systems to Amazon Connect, ensuring minimal disruption to operations and a seamless transition.
• Technical Support & Troubleshooting: Provide ongoing technical support post-go-live, addressing any issues or challenges, and performing troubleshooting to ensure smooth operation.
• Training & Knowledge Transfer: Conduct training sessions for IT staff and contact center managers on Amazon Connect administration, ensuring they have the necessary skills to manage and operate the new system effectively.

Qualifications:

• Proven experience with Amazon Web Services (AWS) , particularly Amazon Connect , Lambda , Lex , S3 , and related services.
• Strong background in designing, configuring, and implementing cloud-based contact center solutions .
• Expertise in contact center technologies , including IVR systems, call routing, and customer interaction management.
• Experience in systems integration , especially with CRM platforms and other enterprise systems.
• Knowledge of security protocols, compliance standards, and regulatory requirements (e.g., HIPAA, CJIS).
• Ability to lead and collaborate in an Agile environment to drive continuous improvement.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and training abilities to support both technical and non-technical stakeholders.

Preferred Skills:

• Experience with AI-driven solutions , such as interactive voice response (IVR) and advanced call routing.
• Familiarity with analytics platforms for tracking and reporting contact center metrics.
• Previous experience in government or public sector technology initiatives is a plus.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

• Dice Id: 10230037
• Position Id: MST_CDSS

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